Hi there, we have recently implemented Revinate CRM which integrates with MEWS. I understand that there are many MEWS/Revinate customers.
We have had various serious and concerning issues (mostly around features defined in the sales deck not being in the actual product) but we have serious concerns around their subscription status integration logic with MEWS.
Their set-up is such that if an existing subscribed guest booked with MEWS, but did not check the opt in to emails GDPR comliant box, Revinate unsubscribes the guests.
This strikes us as incredibly odd - as it is makes no commercial sense (high value guests and engaged guests are being unsubscribed) but it does not align with GDPR as the guest is not making an active, explicit decision to unsubscribe.
We have spoken to Revinate and they have given us a few options:
1. to move to another consent logic - to bring all through as Implicit Consent (we woduln’t be able to email them anyway as they’re not explicit and the ones who do tick the box aren’t converted to explicit consent so that option is not suitable or gdpr compliant
2. email all guests in a pre arrival email to ask them to subscribe which is not gdpr compliant (or preferable)
3. email implicit subscriptions anyway!
4. just accept that those unsubcribes are unsuscrbed and we’ve lost them
5. change the box to a do not opt in (which is against gdpr)
5. ask MEWS to move to 3 subscrption statuses - explicit, unsubscribed and unspecified (so no tick would come through as unspecified, but that doesn’t help as we can’t email unspecified - and would sit with MEWS to make this change across all hotels.
We’re at quite a loss as it feels so illogical - any insights from other revinate custsomers is gratefully recieved.
As mentioned I understand there are significant numbers of MEWS / Revinate hotels so would really appreciate anyone’s input.
Thank you very much,
Georgina